Role Overview:
We are looking for a customer-focused Retail Support Executive responsible for assisting customers and onboarded sellers with platform usage, operational queries, and issue resolution. The role involves coordinating across Accounts, Back Office, and IT teams to ensure smooth platform operations and a high-quality support experience in a fast-paced startup or multi-brand environment.
Key Responsibilities:
- Act as the first point of contact for customers and onboarded retail sellers.
- Handle inbound queries related to orders, deliveries, returns, cancellations, refunds, listings, pricing updates, stock visibility, and platform usage.
- Assist sellers with listing corrections, basic configuration changes, and adherence to platform guidelines.
- Monitor seller activity and follow up to support platform adoption and engagement.
- Coordinate with Accounts for payout, commission, settlement, or refund-related queries.
- Coordinate with Back Office for onboarding corrections or account-related updates.
- Work with IT/Platform teams to resolve technical issues, access problems, or system bugs.
- Track issues, complaints, and resolutions accurately in internal systems.
- Ensure timely resolution and proactive communication with customers and sellers.
- Share recurring issues, feedback, and insights with Operations teams to support process improvements.
Required Skills & Qualifications:
- Experience in customer support, seller support, or retail operations support roles.
- Strong communication skills with the ability to manage both customer and seller interactions.
- Understanding of retail marketplace workflows including orders, listings, returns, refunds, and settlements.
- Ability to troubleshoot operational issues and coordinate resolutions across multiple teams.
- Comfortable working with support tools, dashboards, or issue-tracking systems.
- Ability to manage multiple tickets, follow-ups, and priorities simultaneously.
- Fluency in local language(s) along with basic English/Hindi communication.
- High ownership mindset with strong follow-up discipline and a customer-first approach.
- Ability to work in a fast-paced startup or multi-brand environment.
- Prior experience in e-commerce, marketplace, or retail support preferred.
Pay: ₹15,000.00 - ₹25,000.00 per month
Work Location: In person
